Grand Mondial - no pay

[odair]

Hello Folks,


My experience is the following:

On 7.10. I made a withdrawal of 1900 GBP in the casino. It is all my
winnings and I did not use any bonus.
on 15.10. I still didnt have the money in my Neteller so I wrote an
email to the support.
After 4 days (!!!) there was no reply and I wrote another email and
entered online chat. The chat guy told me it is normal (!!!) that it takes so
long because of the size of the withdrawal.
The only answer I got to the email was an automated one ( transferred
to the relevent department...)
After another 4 days (today) I asked them again why they dont answer
and what is about my withdrawal.
I got this answer:

"Kindly note that your casino account has been locked and your winnings confiscated because you purchased in
Pounds.
Our terms and conditions states that the casino do not allow players from Non-Uk regions to play in GBP.

I checked the terms when I made my deposit. There was nothing about
this! I checked the terms again right now on
http://www.grandmondial.com/TermsAndConditions.aspx and there is STILL
nothing about this.

So not only dont they keep their own promises ( 11. All customer
queries will be answered within two working days. )
They even say in chat that its normal that they dont.
They dont respond to emails
And they dont pay me for no reason (or a reason which is an obvious
lie)


I have contacted the casinomeister to ask how this casino can be on his recommended list but I also didnt get answer yet.
I also contacted the CEO who is active in this forum. On thursday he asked me for 24 hours to get this fixe. On friday he said he would do it on monday and my recent emails he didnt answer.

I am really sick of all this now and want to warn everybody of playing in this casino!!

[lauriejim]

Originally Posted by odair

Hello Folks,


My experience is the following:

On 7.10. I made a withdrawal of 1900 GBP in the casino. It is all my
winnings and I did not use any bonus.
on 15.10. I still didnt have the money in my Neteller so I wrote an
email to the support.
After 4 days (!!!) there was no reply and I wrote another email and
entered online chat. The chat guy told me it is normal (!!!) that it takes so
long because of the size of the withdrawal.
The only answer I got to the email was an automated one ( transferred
to the relevent department...)
After another 4 days (today) I asked them again why they dont answer
and what is about my withdrawal.
I got this answer:

"Kindly note that your casino account has been locked and your winnings confiscated because you purchased in
Pounds.
Our terms and conditions states that the casino do not allow players from Non-Uk regions to play in GBP.

I checked the terms when I made my deposit. There was nothing about
this! I checked the terms again right now on
http://www.grandmondial.com/TermsAndConditions.aspx and there is STILL
nothing about this.

So not only dont they keep their own promises ( 11. All customer
queries will be answered within two working days. )
They even say in chat that its normal that they dont.
They dont respond to emails
And they dont pay me for no reason (or a reason which is an obvious
lie)


I have contacted the casinomeister to ask how this casino can be on his recommended list but I also didnt get answer yet.
I also contacted the CEO who is active in this forum. On thursday he asked me for 24 hours to get this fixe. On friday he said he would do it on monday and my recent emails he didnt answer.

I am really sick of all this now and want to warn everybody of playing in this casino!!

that sucks, maybe they will take care of this pronto for you, i didnt see that either when i looked at the t/c but i could have missed something. hope it all works out well for you and you get your winnings........laurie

[babs7262]

I Keep playing there at GM because I couldnt find another MG, now that I did, I wont be playing there because I have NEVER gotten any money, infact I have waited almost 10 days for an approval on the W/D let alone the money itself. Im sick of them and their games (mind, not slots)


Another nasty thing happened today (no, KK, Im not blaming you because I picked it from you place lol) but I went to deposit $10 and got a letter saying my bank wont take it. I was confused because GM took it. So me being the little yenta I am, needing more info as to why, I decided to try $20, guess what? It worked. They have that you can deposit as little as $10 and no where in the email did it say "we dont take small amounts like $10" So I think they just wanted a bigger deposit.

I sent them back an email tellling them they should of looked at my acct and seen my $20 deposit go through before opening their lying mouths and to close my account ASAP. Im really sick of the BS going on with us Americans and even Canadians are getting their share of BS.

[vinylweatherman]

Originally Posted by odair

Hello Folks,


My experience is the following:

On 7.10. I made a withdrawal of 1900 GBP in the casino. It is all my
winnings and I did not use any bonus.
on 15.10. I still didnt have the money in my Neteller so I wrote an
email to the support.
After 4 days (!!!) there was no reply and I wrote another email and
entered online chat. The chat guy told me it is normal (!!!) that it takes so
long because of the size of the withdrawal.
The only answer I got to the email was an automated one ( transferred
to the relevent department...)
After another 4 days (today) I asked them again why they dont answer
and what is about my withdrawal.
I got this answer:

"Kindly note that your casino account has been locked and your winnings confiscated because you purchased in
Pounds.Our terms and conditions states that the casino do not allow players from Non-Uk regions to play in GBP.

I checked the terms when I made my deposit. There was nothing about
this! I checked the terms again right now on
http://www.grandmondial.com/TermsAndConditions.aspx and there is STILL
nothing about this.

So not only dont they keep their own promises ( 11. All customer
queries will be answered within two working days. )
They even say in chat that its normal that they dont.
They dont respond to emails
And they dont pay me for no reason (or a reason which is an obvious
lie)


I have contacted the casinomeister to ask how this casino can be on his recommended list but I also didnt get answer yet.
I also contacted the CEO who is active in this forum. On thursday he asked me for 24 hours to get this fixe. On friday he said he would do it on monday and my recent emails he didnt answer.

I am really sick of all this now and want to warn everybody of playing in this casino!!

If you are not taking bonuses, it doesn't constitute an "advantage play" to use UK Pounds.
I would be interested, though, in WHY you chose the UK Pound if you are from Brazil - it does give casinos an excuse to pull stunts.
Unless they have it in the T & C, they cannot expect players to know that they cannot use the currencies actually offered by the software when they register their accounts.

[chuchu59]

I dont know whether this was newly added but it is stated clearly in Rule 15 of the General Terms and Conditions (Banking, Purchasing and Withdrawals):

Players must register and play in the currency of the country in which they reside, if avaialble, or in USD. Should players not observe this rule all winnings derived from the resulting game play will be forfeited.

If this clause was already there, the player has no claim to the winnings. However, there is a sense of injustice here as it doesnt void play but rather regards you as a sucker who will either lose your deposit or have your winnings confiscated. If they had stated that all play would be voided, that would have been different as every player gets back his deposit no matter how well/badly he had fared at the games. This clause seems to allow them to take advantage of players to confiscate winnings and retain losses.

[USA2112]

It would be a little hard to miss what line 15 says in the banking terms and it does say you must play in your currency.

Seems a little strange though that line 14 sounds to be the end of the bank terms, as you can see below, and line 15 comes after. You clearly don't have to look far for the other terms. Grasping at straws I guess.

14.) You will find more purchasing instructions throughout this site so don't hesitate to contact us if you have further questions.

15.) Players must register and play in the currency of the country in which they reside, if available, or in USD. Should players not observe this rule all winnings derived from the resulting game play will be forfeited.

[KasinoKing]

Originally Posted by chuchu59

I dont know whether this was newly added but it is stated clearly in Rule 15 of the General Terms and Conditions (Banking, Purchasing and Withdrawals):

Players must register and play in the currency of the country in which they reside, if available, or in USD. Should players not observe this rule all winnings derived from the resulting game play will be forfeited.

I'm nearly 100% certain this term has always been there - it's quite a common condition at lots of casinos.

However, I agree that it would be grossly unfair to not pay this player. As usual, the casino is the one with all the control here; if they don't want players using a particular currency, why do they allow them to open accounts & deposit in that currency???

I hope the casino sees sense here & does the right thing.
KK

[Mario]

Originally Posted by chuchu59

I dont know whether this was newly added but it is stated clearly in Rule 15 of the General Terms and Conditions (Banking, Purchasing and Withdrawals):

Players must register and play in the currency of the country in which they reside, if avaialble, or in USD. Should players not observe this rule all winnings derived from the resulting game play will be forfeited.

If this clause was already there, the player has no claim to the winnings. However, there is a sense of injustice here as it doesnt void play but rather regards you as a sucker who will either lose your deposit or have your winnings confiscated. If they had stated that all play would be voided, that would have been different as every player gets back his deposit no matter how well/badly he had fared at the games. This clause seems to allow them to take advantage of players to confiscate winnings and retain losses.

Hi there chuchu59,

Yes indeed that Term and Conditions has been there since the beginning.

Nothing has changed at all in fact the casino has taken a more firm stance in accordance to this T&C.

Thanks
Mario
PlayShare Group Representative

[Mario]

Originally Posted by odair

Hello Folks,


My experience is the following:

On 7.10. I made a withdrawal of 1900 GBP in the casino. It is all my
winnings and I did not use any bonus.
on 15.10. I still didnt have the money in my Neteller so I wrote an
email to the support.
After 4 days (!!!) there was no reply and I wrote another email and
entered online chat. The chat guy told me it is normal (!!!) that it takes so
long because of the size of the withdrawal.
The only answer I got to the email was an automated one ( transferred
to the relevent department...)
After another 4 days (today) I asked them again why they dont answer
and what is about my withdrawal.
I got this answer:

"Kindly note that your casino account has been locked and your winnings confiscated because you purchased in
Pounds.
Our terms and conditions states that the casino do not allow players from Non-Uk regions to play in GBP.

I checked the terms when I made my deposit. There was nothing about
this! I checked the terms again right now on
http://www.grandmondial.com/TermsAndConditions.aspx and there is STILL
nothing about this.

So not only dont they keep their own promises ( 11. All customer
queries will be answered within two working days. )
They even say in chat that its normal that they dont.
They dont respond to emails
And they dont pay me for no reason (or a reason which is an obvious
lie)


I have contacted the casinomeister to ask how this casino can be on his recommended list but I also didnt get answer yet.
I also contacted the CEO who is active in this forum. On thursday he asked me for 24 hours to get this fixe. On friday he said he would do it on monday and my recent emails he didnt answer.

I am really sick of all this now and want to warn everybody of playing in this casino!!

Hi there odair,

I find it really hard to believe that it will take us two days to respond to your emails as well as that you did not receive any responses back from us.

I would like to make a full investigation into this matter for you and request that you please email me your account details either to the direct email address below and or via PM.

Please do send this for me so that I can see when and what was responded to you and what the final outcome is of this.

Thanks
Mario
PlayShare Group Representative

[chuchu59]

Thanks for responding Mario. Can I take it further by asking whether a player can ask you to refund his deposit if he loses playing in a disallowed currency. IMO, casinos should have the right to protect themselves and even if this is not in any way related to 'advantage play' ie bonuses, you still have a right to not permitting players from using particular currencies for play. However, that would in fact mean that all play with such currencies are void and refunds should be made to players who lose or win since the bets were not accpeted.